Duty Manager

Montcalm-At-the-Brewery-London-City; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Generous holiday allowance

Paid birthday leave

Wellbeing programme

Gym discounts

Learning & development opportunities

Volunteering day

Employee referral programme

Meals on duty

Exclusive room rates

International hotel discounts

City-wide discounts

Recognition rewards

Annual celebrations

Job summary

Montcalm Collection in London seeks a Duty Manager to oversee guest services and operations during evenings, weekends and peak periods, ensuring luxury standards and discretion in handling guest concerns.

You will lead front office teams, coordinate with Housekeeping, F&B and Engineering, maintain service excellence and accurate reporting, and mentor colleagues to grow within a renowned hospitality brand.

Qualifications

• Experience in a supervisory or duty management role within a luxury hotel environment.
• Strong knowledge of hotel operations and guest service standards.
• Familiarity with hotel management systems such as Opera PMS and POS.
• Additional training in health & safety or first aid is an advantage.
• Fluency in English is required; additional languages are a plus.

Responsibilities

• Act as the senior decision-maker during assigned shifts in the absence of senior managers.
• Supervise front office and guest services staff to uphold luxury service standards.
• Carry out daily inspections of public areas and guest facilities.
• Handle guest complaints with empathy and ensure follow-up actions.
• Coordinate with Housekeeping, F&B and Engineering to resolve issues.
• Ensure accurate and timely daily reports, shift handovers and logbooks.
• Oversee cash handling and ensure compliance with policies.

Skills

Supervisory role

Hotel operations knowledge

Opera PMS familiarity

Health & safety training

English fluency

Tools

Opera PMS

POS systems

Job description

BRAND INTRODUCTION

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values; they're a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within everyone, our team create unforgettable experiences for our guests.

While our walls speak of history, it's our people, their ambition, and their creativity that shapes our future.

Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

WHY JOIN MONTCALM COLLECTION

• Competitive salary that reflects your talent, contribution, and potential.
• Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service-supporting your life beyond work.
• Paid birthday leave, so you can celebrate your special day your way.
• We celebrate life's milestones with you, offering generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
• Comprehensive wellbeing support, including free access to our Employee Assistance Programme provided by Hospitality Action, offering confidential support, wellbeing resources, and free legal advice.
• Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops designed to support both mind and body.
• Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments-helping you stay at your best.
• Preferential gym membership rates, helping you maintain your health and vitality.
• Continuous learning and development opportunities, from hands-on training to leadership masterclasses-empowering your career growth.
• Paid volunteering day, giving you the opportunity to support a charity close to your heart.
• Employee referral programme, rewarding you for bringing great talent into our teams.
• Complimentary meals on duty in our team restaurant.
• Exclusive room rate discounts across the Montcalm Collection.
• International hotel discounts through Marriott Bonvoy, giving you access to exceptional global experiences.
• City-wide discounts and perks, with savings across retail, entertainment, essential services, fashion, and more.
• Recognition programmes, including vouchers and curated rewards that celebrate excellence and individuality.
• Elegant annual celebrations and social events, bringing our teams together to connect and celebrate in style.

ROLE OVERVIEW

The Duty Manager plays a key supervisory role in ensuring smooth day-to-day hotel operations across all departments, particularly during evenings, weekends, and peak periods. Acting as the senior manager on duty in the absence of senior leadership, this role is responsible for maintaining service excellence, handling guest concerns with discretion, and supporting colleagues to deliver seamless and personalized guest experiences.

The Duty Manager ensures that brand standards are upheld, operational issues are resolved promptly, and the highest levels of guest satisfaction are achieved in line with Montcalm Collection’s commitment to luxury hospitality.

RESPONSIBILITIES

• Act as the senior decision-maker during assigned shifts in the absence of senior managers.
• Supervise front office and guest services staff, ensuring performance aligns with luxury service standards.
• Carry out daily inspections of public areas, back‑of‑house spaces, and guest facilities.
• Handle guest complaints with empathy and efficiency, ensuring follow-up actions are completed.
• Support and liaise with Housekeeping, F&B, and Engineering teams to resolve operational issues.
• Ensure accurate and timely completion of daily reports, shift handovers, and logbooks.
• Oversee cash handling procedures and ensure compliance with financial policies.
• Maintain visibility in the lobby and other guest‑facing areas during busy periods.
• Ensure health & safety, fire, and security procedures are followed by all staff on duty.
• Train, coach, and mentor team members to uphold Montcalm Collection service standards.

SKILLS AND QUALIFICATIONS

• Previous experience in a supervisory or duty management role within a luxury hotel environment.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS, POS).
• Additional training in health & safety, fire safety, or first aid is an advantage.
• Fluency in English required; additional languages preferred.

WORKING CONDITIONS

• Flexible schedule including evenings, weekends, and public holidays.
• Active role requiring visibility across guest‑facing and operational areas.
• Periods of standing, walking, and light manual handling.

Eligibility

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer

At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.